PRDCESS ANALYSIS AT ARNOLD PALMER HGSPITAL

PRDCESS ANALYSIS AT ARNOLD PALMER HGSPITAL The Arnold Palmer Hospital [APH] in Orlando. Florida is one of the busiest and most respected hospitals for the medical treatment of children and women in the US. Since its opening on golfing legend Arnold Palmerts birthday on September 10. 1989. more than 1.6 million children and women have passed through its doors. It is the fourth busiest labor and delivery hospital in the US. and one of the largest neonatal intensive care units in the Southeast. APH is one of the top hospitals nationwide in patient satisfaction. "Part of the reason for APH’s success.’ says Executive Director Kathy Swanson. ‘is our continuous improvement process. Our goal is 100% patient satisfaction. But getting there means constantly examining and reexamining everything we do. from patient flow. to cleanliness. to layoUt space. to a work friendly environment. to speed of medication defivery from the pharmacy to a patient. Continuous improvement is a huge and never-ending task." One of the tools the hospital uses consistently is process charts. Staffer Diane Erowles. who carries the title "clinical practice improvement consultant." charts score of processes. Eowles’s flowcharts help study ways to improve the turnaround of a vacated room {especially important in a hospital that has pushed capacity for years]. speed up the admission process, and deliver warm meats warm. Lately. APH has been examining the flow of maternity patients [and their paperwork} from the moment they enter the hospital until they are discharged hopefully with their healthy baby. a clay or two {2} later. The flow of maternity patients follows these steps: